Bill has changed after free wifi pod added

[AH02]

Hi,

I ordered 1x wifi pod at the end of October which arrived start of November. Since then I've had my November bill issued and it seems as though I have been charged for this wifi pod, even though I am a Volt customer. I received an email after I confirmed the wifi pod order which stated how much my November bill would be and that showed a normal bill amount (minus a £5 "goodwill" credit). So you can understand my surprise when my bill was issued and it is nearly double the amount I was expecting.

I have had no clarity from customer service or the complaints process - I just want to understand the changes in my November bill and to understand if it's a mistake or genuinely a charge (which is extremely unethical considering wifi pods are advertised as free everywhere).

Please can someone help/advise?

[Steven_L]

Hey AH02,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your bill at the moment, does your bill show any charges for the WiFi pod, it would be under the name "WiFi max".

Does the bill show any difference in your package or additional package charges to the previous months bill?

Kind Regards,

Steven_L

[AH02]

Good morning Steven,

No it doesn't specify what the charge is, it just says 'Package changes'. However I did notice that the discount I was receiving has changed from £28 to £6 which coincidently changed when I received my wifi pod in the post.

So my package was £65 with a £28 discount and therefore was £37 a month. Then it changed in my November bill (after requesting my wifi pod) to a package total of £65 with a £6 discount (which made it £59 a month), with an additional £14.67 "package change" charge and a £5 goodwill credit.

I've been trying to ask/understand what the change between my previous bills and my November bill is but to no avail.

[Steven_L]

Thats not good at all AH02 and I apologise for that. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[AH02]

Update: I have spoken to Steven in private messages and everything has been resolved (it was an error their end and I shouldn't have had the extra charges added. It was not related to the wifi pod in the end). Steven has been a great help, thank you!